Ervin D. Pearson Ii Email & Phone Number

Georgia, United States

My experience – As a Consultant – Salesforce, working closely with Salesforce Development in driving the adoption, optimization, and iteration of the Salesforce platform, leveraging multiple integrations and technologies as well as focusing on providing issue resolution and long term solutions for the Department of Veteran Affairs Contact Center. In this role, I am ensuring optimal function of the Contact Center, including on-going support / maintenance of related software and data, for the purpose of providing the most efficient internal and external customer experience. Acting in a lead capacity, I am training Help Desk Analysts by guiding, advising, and informing of help desk procedures. In this role I am… • Providing day-to-day administration, troubleshooting, and maintenance for the connected Salesforce platform • Designing, operating, and integrating Salesforce applications to enable efficiencies in Key areas of the business • Providing coaching in best practices for Salesforce administration and implementation to enhance user experience • Recommending new features and improvements to optimize and increase use of the platform • Using Salesforce automation to streamline internal processes • Managing multiple stakeholder engagements and working with relevant team members to learn project requirements, facilitate process analysis sessions, and develop technology solutions • Supporting continued build-out of key reports and dashboards, data administration, and integrity upkeep • Creating customized dashboards to assess metrics and trends • Providing technical specifications and helping to maintain overall documentation for the business • Training personnel on use of the Contact Center environment via Service Cloud • Assisting in capacity planning for Contact Center case resolution • Guiding, advising and informing Contact Center Management Analysts procedurally

Atlanta Metropolitan Area

My experience – As an IT Manager – Sales & Marketing Applications, focused on providing overall leadership and management of IT Application portfolio for the Sales, Direct Marketing, and Digital Marketing area, including Customer Care Call Center, Customer Relationship Management (CRM), and Business-to-Business (B2B) portal solutions. My role incorporated 15+ years of my experience in Information Technology, CRM and B2B solutions/applications management.In this role I have...• Directed and participated in the implementation and execution of new/upgraded information systems via personally defined plans, involving process and procedural enhancements to increase operating efficiency.• Met with executive management, department heads (directors), supervisors, systems analysis personnel, and user management to solicit cooperation, clarify program intent, and identify and resolve problems.• Provided in-depth Subject Matter Expert (SME) level SugarCRM and SugarMarket product and project knowledge.• Provided project management best practices and process improvement recommendations.• Led the implementation of SugarCRM by designing workflows, performing user acceptance testing, and documenting process.• Designed and led internal CRM workshops, trainings, meetings, and business design specifications.• Collaborated as a global CRM Competence Center member for creation, review, and approval of CRM design specifications.• Managed Project Definition Document and took responsibility for completion of predefined project goals.

Atlanta Metropolitan Area

My experience – As a Corporate Account Manager, within the Business Development Organization, my responsibilities included developing, maintaining, and expanding relationships of assigned accounts. This included leading the customer account planning cycle and ensuring assigned customers’ needs and expectations were met and/or exceeded while representing 1.7 million company products and various services.In this role, I have...• Established productive, professional relationships with key personnel in assigned customer accounts, as well as completing strategic customer account plans that met company standards.• Coordinated the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.• Exceeded assigned sales quota and targets for profitable sales volume and strategic objectives within assigned accounts.• Proactively led a joint company-strategic account planning process that developed mutual performance objectives, financial targets, and critical milestones for a prior set period.• Assessed, clarified, and validated customer needs on an ongoing basis.• Led solution development efforts that best addressed customer needs, while coordinating the involvement of all necessary company personnel.

Virtual / Remote Office, Ga

My experience – As a Lead Consultant, within the Client Engagement & Customer Experience Optimization Practice, focused on retention of existing customers, the current revenue streams, and building new revenue streams through the expansion of FICO Solutions and enhanced client satisfaction. My role defined and executed an effective business plan involving the sale of complex software solutions leveraging FICO’s core competencies in analytics, software development, and data management to build relationships with clients, vendors and partners.In this role I have...• Served as the senior relationship executive for account management with both client and virtual teams including sales, pre-sales, technology, and professional services delivery groups to deliver client satisfaction and revenue growth.• Ensured Client Engagement & Customer Experience expectations were achieved as evidenced in a 100% client satisfaction survey rate during 92% of quarters measured over 6 years as determined by Oracle and Salesforce Tracking and Reporting. • Possessed deep consultative selling experience and executive relationships in financial services industry with an emphasis in the technology and decision management solutions. Also, having a strong understanding of transaction-based, gain share solution design and pricing strategies.• Generated, qualified, and converted new leads through networking, prospecting, and executing sales campaigns at existing strategic accounts and in new territories with proven success in identifying new business development opportunities.• Engaged in and pursued the direct sale of FICO solutions to drive towards the successful negotiation and close of assigned business contracts linking price to solution value and targeted margin to consistently achieve revenue and bookings quotas.• Crafted compelling and comprehensive client business plans, demonstrating ability to craft and sell client value propositions to “C-suite” executives.

Virtual / Remote Office, Ga

My Experience – As a Sr. Pre-Sales Consultant, within the Pre-Sales & Business Development Organization, responsible for supporting solution sales across the FICO product portfolio. Generated internal and external thought leadership in partnership with a combination of sales experience and account management roles, working in collaboration with an internal team from the Sales, Professional Services, Product Management, Scoring and Analytics areas of FICO to lead campaigns through consultative selling support to FICO prospects and lead solution development in our target markets.In this role I have...• Provided proactive solution leadership & design for the changing market needs.• Developed specific solution packs, key messages, and co-authored marketing material, contributing to compelling thought leadership on both the market / technical landscape and FICO solutions to both internal and external audiences. • Led and owned lead generation campaigns for financial services and risk management.• Researched market trends and specific needs/issues of target clients, coupled with the demonstrated capacity to establish linkages between these needs and FICO product/service solutions.• Worked closely with FICO’s Product organization to enable development of product roadmaps and new product releases that met the needs of customers.• Identified solutions for sales with the FICO Technical team to determine the best solution, as well as compiling messaging to illustrate business applications and technical benefits for the client.• Lead the process to create outstanding deliverables and meetings that strengthened client relationships and enabled generation of additional revenue all while involving and working closely with peers in the sales, pre-sales, and/or sales support teams.• Identified potential delivery risk and helped colleagues in Professional Services to structure Statements of Work (SOWs) so that risk is mitigated or priced to ensure project profitability.

Norcross, Ga

My Experience – Leading the product life cycle across Fraud and Cyber Security, Debt Management, and Risk & Compliance including accountability for developing and communicating product strategy, aligning FICO's technical capabilities with market opportunities, defining requirements for products, and driving the go-to-market strategy for solutions.In this role I have...• Worked cross-functionally with engineering, quality assurance, operations, development, and professional services counterparts to define, document, and evolve technical feature set and usability of the product ensuring the highest quality products are delivered on-time, on budget, and with superior performance and support.• Assisted the sales team in developing enterprise-class software and analytic cloud product demos utilizing agile development methodologies, user flows, user stories, IT Solution functional concepts and non-functional requirements.• Functioned within the UX Design Team to create interaction models, wire frames, and high fidelity prototypes.• Managed several product line life cycles from strategic planning, delivery of product roadmap priorities, and tactical activities to achieve market and value targets.• Operated day-to-day cross-functional activities across engineering, quality assurance, product management, marketing, business development, legal, field support, customer service, and other global functions throughout the world as required for product success.• Led technical sessions with customers and client partners to drive solution requirements, as well as understand future product enhancement needs and to educate customers on technical product benefits.• Delivered analytical complex data / information content in both written and verbal form satisfying business requirements by internal, external, business, and technical stakeholders.

Norcross, Ga

The Team – FICO Professional Services Team is a diverse group that specializes in designing and delivering a wide range of solutions for the complex business needs of customers. The team functioned as a part of the Systems Integration practice which focused on the integration of information, process and people through the application of Internet technologies such as Java/J2EE development, Enterprise Application Integration (EAI), Web Services and Enterprise Information Integration (EII).My Experience – Providing enterprise application integration with a strong focus on Service Oriented Architecture (SOA) design and deployment, as well as delivering Enterprise Decision Management (EDM) solutions.In this role I have...• Provided business analysis and knowledge acquisition interacting with clients (both business and technical personnel) on a constant basis.• Engaged with key stake holders, internal and external, to understand the product and user requirements.• Generated appropriate design documents, wireframes, and other forms of documentation to clearly represent the solutions being created.• Created 180+ templates and knowledge base articles providing clients immediate solutions resulting in an 80% reduction in case resolution time, limiting direct engineer involvement as determined by Oracle and Salesforce.com Reporting.• Generated solutions resolving 2000+ problems by way of executing problem solving methodologies and conducting extensive investigation and root cause analysis to determine the sensitive nature and scope of problems.

Norcross, Ga

The Company – London Bridge Group had over 1,600 clients worldwide and provided a comprehensive portfolio of software and e-Commerce solutions including Customer and Enterprise Management Software, Banking Software, Credit Management Software and enterprise-wide Mortgage Lending software. Its products provided software applications for all customer interactions, from customer acquisition through servicing, retail risk management to credit management and debt collection. London Bridge had over $78 million in revenue in 2000, more than 60 percent of which originated in the U.S. London Bridge Group had more than 750 employees and offices in London, Atlanta, Orlando, New York, Irvine, Denver, Stratford (UK), Australia, New Zealand, South Africa and Singapore. London Bridge Software Holdings plc was listed on the London Stock Exchange.The Acquisition – Fair Isaac Completes Acquisition of London Bridge http://www.businesswire.com/news/home/20040528005119/en/Fair-Isaac-Completes-Acquisition-London-BridgeMy Experience – Providing global professional services support of the London Bridge Group product portfolio with 30+ client engagements involving client delivery of Consulting, Solution Implementation, and Advisory Services. In this role, I have…• Worked with the customer throughout the software implementation process, providing expert knowledge, ensuring successful implementation of the software, and ready for customer use.• Collected and disseminated information by way of analyzing business needs and software configuration, training and consulting business leaders on decisions to optimally run their business.• Delivered client facing and internal projects using the globally defined delivery methodology, defining the project’s objectives and overseeing quality of deliverables according to strict deadlines and within budget.

Marietta, Ga

Citicorp Trust Bank, fsb was a federally chartered thrift, serving customers from coast to coast. As the real estate lending affiliate of CitiFinancial Credit Company, Citicorp Trust Bank was part of the Citigroup family of financial services companies, including Citibank, Primerica, and Smith Barney. Combined, Citigroup companies do business in more than 100 countries worldwide, working with some 200 million customers. Citicorp Trust Bank, fsb was the exclusive provider of debt consolidation mortgages to borrowers referred by representatives of sister company, Primerica Financial Services. Operating with over 600 employees in Solution Centers throughout the United States and Canada, the staff was dedicated to fulfilling the mission statement: "To efficiently deliver customized solutions that resolve the debt challenges of North American families." They took pride in their strong tradition of superior customer service, backed by the experience and financial strength of the parent company. The customers expected nothing less!As of January 1, 2012, Citicorp Trust Bank, Fsb was acquired by Citibank, National Association. The company was formerly known as Travelers Bank & Trust, Fsb and changed its name to Citicorp Trust Bank, Fsb in August 2002. Citicorp Trust Bank, Fsb was founded in 1963 and is based in Wilmington, Delaware.

Atlanta, Ga

Bank of America (abbreviated as BoA or BofA) is an American multinational banking and financial services corporation headquartered in Charlotte, North Carolina. It is the second largest bank holding company in the United States by assets. As of 2016, Bank of America is the 26th largest company in the United States by total revenue. In 2016, Forbes listed Bank of America as the eleventh largest company in the world.The company held 12.2% of all bank deposits in the United States in August 2009, and is one of the Big Four banks in the United States, along with Citigroup, JPMorgan Chase and Wells Fargo—its main competitors. Bank of America operates—but does not necessarily maintain retail branches—in all 50 states of the United States, the District of Columbia and more than 40 other countries. It has a retail banking footprint that serves approximately 50 million consumer and small business relationships at 5,151 banking centers and 16,259 automated teller machines (ATMs).

Atlanta, Ga

BankAmerica was acquired by NationsBank of Charlotte in October 1998 in what was the largest bank acquisition in history at that time.While NationsBank was the nominal survivor, the merged bank took the better-known name of Bank of America. Hence, the holding company was renamed Bank of America Corporation, while NationsBank, N.A. merged with Bank of America NT&SA to form Bank of America, N.A. as the remaining legal bank entity.Bank of America possessed combined assets of $570 billion, as well as 4,800 branches in 22 states.

Computer Science

Activities and Societies: Army ROTC

Education record

Activities and Societies: Student Government